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53 Cards in this Set
- Front
- Back
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d: communication |
sharing of information between two or more people to achieve a common understanding about an object or situation
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how is sucessful communication defined
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when the person receiving the message understands it in the way that the sender intended
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steps in a communication
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1) sender encodes a message
2) receiver receives message 3) receiver decodes message 4) receiver sends feedback to the sender |
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d: encoding
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translating information into a message or signal
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d: communication medium/channel
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the manner in which a message is conveyed
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d: decoding
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the process by which a receiver perceives a sent message and interprets its meaning
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d: feedback
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the process through which the receiver encodes the message received and sends it back to the original sender
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d: two way communication
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communication that includes feedback
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where can a communication breakdown occur
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at any part of the process
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d: communication networks
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represent patterns of communication, describe the structure of comm flows in teh organization, indicates who comunicates with whom
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d: centralized communication network
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each member only communicates with a few other members
communication passes through a central point or points limiting communication with others wheel and Y networks better for simple tasks |
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d: decentralized communication network
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many people can communicate with many other people
circle and all channel communication are examples more useful for complicated tasks |
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does a person's position in the communication network affect personal satisfaction
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yes ind in more central positions tend to be more satisfied
all channel and wheel have higher levels of satisfaction |
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d: interpersonal communication
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a direct verbal or nonverbal interaction between two or more active participants
can be formal, informal or nonverbal |
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d: formal communication
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follows the formal structure of the organization and communicates organizationally sanctioned information
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what is a drawback of formal communication
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its slow
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d: informal communication
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"the grapevine"
spontaneous interaction between two or more people outside the formal organization structure |
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what is the benefit of informal communication
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builds friendship and solidarity
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d: rumors
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unsubstantiated information of universal interest
create and communicate rumors to deal with uncertainty prevalent during times of organizational upheaval (mergers and acquisitions) |
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d: gossip
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information that is presumed to be factual and communicated in private or intimate settings
not speicifcally work related, focuses on things such as personal lives |
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what are some problems caused by gossip
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reduces focus on work
ruins reputations creates stress can lead to legal problems |
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why do people engage in gossip
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to gain power/friendship
enhance their own egos |
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richness depends on..
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availability of feedback
use of multiple cues use of effective language extent to which the communication has a personal focus |
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order of communication from rich to least rich
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1. Face to face
2. Telephone 3. Electronic messaging (email, IM) 4. Personal written text (letters, memos, notes) 5. Formal written text (reports, documents, bulletins) 6. Formal numerical text (stat reports, graphs) |
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what does chosing a type of communication involve
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a trade off between the richness f the medium and the cost/time
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managers will use richer media as the message becomes more...
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equivocal (messages that can be interpreted in multiple ways)
when the message is impt when they need to present a positive self image organizational norms |
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d: nonverbal communication
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communication that takes place without using language
facial expressions or body language |
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3 categories of nonverbal communication
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body lang
para lang gestures |
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d: body lang (kinesics)
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facial expressions
use of body parts posture |
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d: para language
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how something is said
tone of voice, pitch, and silence |
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d: gestures
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signs used to convey specific meanings
"okay" |
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d: leaky behavior
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behaviors we cannot control, people may be more likely to express their true feelings through nonverbal means rather than verbal means that are easy to control
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why is non verbal comm impt
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provides info ab the person's attitudes and emotional/mental state
useful form of feedback can tell when someone is lying |
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barriers to effective communication
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information overload
noise time pressures breakdown in the communication network information distortion cross cultural barriers |
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how does info overload occur
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organizations want more info to reduce uncertainty
complexity of tasks requires more info ongoing tech advances increases the am of info available |
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what two new problems have advances in tech caused in regards to information overload
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spamming
forwarding frenzies |
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d: noise
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anything that disrupts communication or distorts the message
info overload may be noise |
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how are time pressures a barrier to effective communication
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when people are under time pressure they do not carefully develop a message before sending
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why is information distorted
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unintentionally- time pressures, perceptual differences
intentional- competition between work units |
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why do cross cultural barriers occur
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lack of lang fluency
lack of cultural fluency |
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d: cultural fluency
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the ability to identify, understand, and apply cultural differences that influence communication
lang fluency is a part |
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what are common cultural comm snafus
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opening/closing convos
taking turns during convos signaling of an agreement appropriate topics of convo use of humor direct/indirect comm acknowledgement of authority/status |
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what are ind barriers to communication
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differing perceptions
semantic differences status differences consideration of self interest personal space poor listening skills |
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are ind or organizational barriers more common
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ind barriers are the most commonly cited barriers to effective comm
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how are differing perceptions caused
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differing frames of reference
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d: communication audit
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analysis of an organization's internal and external comm to assess comm practices and capabilities and to determine needs
can be in house or external |
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d: comm climate
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the perception that associates have regarding the quality of comm within the organization
extent to which associates identify with their organization |
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how can organizations overcome comm barriers
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establishing a comm climate where mutual trust exists
comm credibility is present feedback is encourages |
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ways to improve interpersonal communication
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know your audience
select an appropriate comm medium listen actively encourage feedback regulate information flow and timing |
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how to know your audience
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"me to me" communication
differing perceptions/semantic differences status differences |
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how do you offer feedback
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paraphrase what youve head
ask listener to summarize or repeat what you've just said make sure message sent is the message received respond to feedback |
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how do you participate in active listening
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stop talking
pay attention listen empathetically hear before evaluating listen to the whole message send feedback |
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poor listening problems
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not paying attention
pseudolistening listening but not hearing rehearsing interrupting hearing what is expected feeling defensive listening for a point of disagreement |
